Experienced Level 3 Service Desk Computer Technician/Hybrid

Level 3 Service DeskTechnician/Hybrid/Work From Home 

This position will be based in Melbourne. Experience is a must as this role is to provide fast, accurate and useful technical assistance on cloud, computer, telephony and network systems. Your work week would be to “Work From Home” for our company and use your technical knowledge from Basic level 1 to Advanced Level 3 to help complete work from our internal ticketing system and to also go on site to businesses to set up any installs, or computer issues. To also offer advice and solutions to solve problems with your excellent technical knowledge.

• Ability to communicate effectively to understand the problem and explain its solution.
• You must be customer-oriented, understanding and patient to deal with customers during a difficult time should it arise.
• The goal is to create honest value for clients that will help preserve the company’s reputation and business.
• You will work within the National Service Desk ticketing system team of Geeks on Tap who are located throughout Australia providing remote support via telephone, chat and email whilst utilising Remote Management and Monitoring (RMM) tools to perform the required tasks.
• You may also be required to perform onsite work usually solo but with the support of the team if required.
• You must be well organised and prepared for anything that may arise.
• Must have great communication Skills and the ability to write clear emails, notes, and phone calls internally and also to our customers. 
• Be able to solve issues and work through tickets in a fast and timely manner.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, chat or email with excellence in customer service
• Skilfully prioritise cases based on severity, urgency and issues reported by the user. You must have a quick response attitude to clients with minimal delays. 
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Follow-up and update customer status and information and always keeping them informed
• Direct unresolved issues to the next level of support personnel
• Record and document events and problems and their resolution in logs
• Follow-up and update customer status and information and always keeping them informed
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Devise options for resolving issues and estimate effort to resolve issue.
• Monitoring Backups / Antivirus / Patches and other maintenance tasks
• Derive workarounds if the problem is unable to be quickly resolved
• Required to take on extra training 
• Advantage would be to have not just written knowledge or certificates but to have had the experience in these areas and to use examples where you have done this. 
• A Blue card or working with a children's check is also required for this position. 
• Driver's License is also required for onsite visits. 

Benefits

• GoT's continuous growth promises great opportunities for career advancement.
• Obtain training certifications in cloud technologies, provided by vendors such as Google.
• Enjoy high levels of interaction.